Case Study
A Concierge That Feels In-House: ESO Hotel's Localbird Playbook
A simple link helped a 41-room hotel turn WhatsApp questions into bookable tours and transfers - capturing commission while keeping the team focused on hospitality.
About ESO Hotel
ESO is an energetic surf hostel-hotel blend that has mastered the art of comfort, and community. Opened in late 2024, this 41-room hybrid of hostel and hotel sits in the heart of Santa Teresa, Costa Rica, famous for its surf breaks and laid-back vibe. ESO offers cozy dorms and private suites, plus on-site perks like a pool, yoga studio, co-working space, surf school, and a buzzing social area.
'ESO is all about surfing, community, and wellness. Those are the core values that we want to provide to our guests.' says Tzlil Tanami, ESO Hotel's Experiences Manager.
The typical guest is a young, adventurous traveler (20s to 40s) – often solo backpackers, digital nomads, or surfers chasing waves – and many come to practice yoga or simply soak up the 'Pura Vida' vibe. What they share is a desire to unwind, explore and connect with others. ESO fosters that with weekly events and WhatsApp community touchpoints.
ESO's mission is to deliver an experience that blends local adventures with on-site hospitality. Practically, that means helping guests arrange everything from airport shuttles and ATV tours to private yoga sessions. Before Localbird, doing that at scale, especially during peak season, wasn't an easy task for the team.
Location
Santa Teresa, Costa Rica
Property Type
41-room hotel
On-site
Pool • Surf school • Yoga studio • Co-working
Guest Profile
20s-40s • Solo travelers • Digital nomads • Surfers
“Everything was manual! We had no automations, when we worked with other external services. So it was all on us.”
The Challenge: Peak-Season Chaos & Manual Headaches
ESO communicates extensively via WhatsApp to maintain a real connection with guests. That closeness raises expectations for personal, responsive support - just as opening in high season amplified operational load.
Manual tour & shuttle coordination
Calls, WhatsApp and Excel drove every booking. Slow vendor 'ping-pong' and last-minute changes made the process complicated and error-prone.
Missed guest opportunities & revenue
In the launch chaos, staff lacked bandwidth to promote attractions—guests stuck to basics and commissions were left on the table.
Peak-season overload
Opening in the 'peak of the peak' magnified each issue. Without automation, concierge tasks consumed hours daily - even with added help.
Tedious payment & tracking
Monthly reconciliations, office visits, and reliance on vendor records increased risk. The team needed automation to scale confidently.
The Solution: Localbird as a Digital Concierge
ESO implemented Localbird, a guest-facing concierge accessed via a single link. Guests browse a curated catalogue of transportation and activities, book end-to-end, and receive clear confirmations - while Localbird coordinates suppliers and handles exceptions.
Seamless onboarding & integration
'For me, it was a no-brainer… I just said yes to something that works automatically.'
Self-service with a personal touch
Guests explore chefs, wellness, tours & transfers; staff advise, not chase.
Staff workflow: less work, more control
'Having someone take care of it in a professional way—check prices, book—it's the easiest.'
24/7 coverage & exception handling
Last-minute changes resolved in chat; no late-night vendor ping-pong.
“To manage this kind of hotel, you have to have automations. This is what Localbird added to our business.”
Results & Benefits
Operation efforts were reduced. Guests booked more experiences and activities. The hotel started getting commissions. And ESO's community vibe stayed front and center.
“To build a good system, you need automation and a strong product. That's why we chose Localbird, and we are very glad we did.”
Seamless Travel: The Midnight Change That Nobody Noticed
How Localbird solved a late night guest issue without even bothering the ESO team.
It was late in the evening, and the reception desk had already closed for the night. A guest, realizing their airport plans had suddenly changed, reached out through ESO's concierge link. Instead of scrambling to call vendors or waking staff, their request quietly landed with the Localbird team.
Within minutes, the chat thread came alive. Localbird suggested the next available shuttle, confirmed it with the supplier, and quickly re-issued the itinerary. The guest received a simple, reassuring confirmation. The supplier got updated details. Everything was logged automatically, leaving no loose ends.
The best part? The front desk never had to field a late-night call or wrestle with spreadsheets. When they opened the dashboard the next morning, the change was already there. The guest was greeted with a smile – and a travel plan that was seamlessly in place.
Key Performance Highlights
Staff time saved per week
By removing calls, follow-ups, and reconciliation
Shuttle bookings through concierge
Routed through the Localbird concierge
Average monthly commission
Earned passively through guest bookings
